deleted

jnhuasd

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Blackbeard_of_Perranporth

jnhuasd said:

So today my partner decided to clean our oven door, and promptly broke the handle. We have an integrated Hot Point electric oven which was in the house when we moved in.

Long story short, managed to find the actual model number for the oven (which handily was not on or in the manual) and set about buying the new part which, thankfully, was still being manufactured. Checked everywhere and it seemed that the cheapest place to get the part was from the official (I think) Hot Point parts website located: https://parts.hotpoint.co.uk/ .

When you go to this site and go to the product you end up here: https://parts.hotpoint.co.uk/product/model_SY36X/Handles/J00151318?n=SN5155

Now if you click on the "Add to basket" button you get a pop up saying:

Choosing this part for your model requires more information.
Our spares team will be happy to help you select the right part(s) on 03448 225 225.

And there is no way of adding the item to the basket. Notice the bold bit in the URL above, remove that and you can add the item to the basket no issues, no pop up.

What an underhanded tactic (I think the term is 'dark pattern' for this sort of thing) to get you to contact their premium number!! Never sure if 0344 numbers are premium or not, so correct me if I'm wrong, and also are they even going to be there in the current circumstances? Either way they lost a customer as they clearly cannot be trusted.

You have a choice, either ring them up and buy said item or remove the bucket from your partner and stop her from cleaning! 0344 is not premium rate and is included on most plans. If you are still using pay as you go, you are not saving anything.

Blackbeard_of_Perranporth

The duck search engine is your friend. I take it you cooker is SY36X.

https://www.ransomspares.co.uk/parts/brands/hotpoint/cookers-hobs/sy36x/

https://www.ransomspares.co.uk/parts/brands/hotpoint/cookers-hobs/sy36x/silver-door-handle/16031.htm

Simple. 

[Deleted User]

jnhuasd said:

What an underhanded tactic (I think the term is 'dark pattern' for this sort of thing) to get you to contact their premium number!! Never sure if 0344 numbers are premium or not

Customer service business numbers are no longer  allowed to be charged at premium rate. This has been the case for some time now. 

Rather than being "underhand", the idea is that they guide you to the correct part for your particular  oven rather than you  inadvertently purchase the wrong one. 

As to whether anyone would answer on that number at the current time, well that's a different issue outside the company's control...

[Deleted User]

jnhuasd said: I see the 44 bit and alway think premium number. 

As said, your suspicions are completely unfounded. 

Premium rate numbers can no longer be used for Customer Service lines to business. Since only the line provider is going to profit from such calls what would be the purpose of a "dark pattern"? 

You are reading far too much into this. 

shaun_from_Africa

Moneyineptitude said:

Customer service business numbers are no longer  allowed to be charged at premium rate. This has been the case for some time now. 

Don't forget, that only applies if a consumer is contacting a company regarding a contract that has already been entered into.
If you go to a company website to order a part and have to phone up to place the order, the company is legally permitted to only provide a premium rate number if they wish.
However. If you order the part and then have to contact the company because of a problem or query, they then are required to give a basic rate number.

[Deleted User]

shaun_from_Africa said:

If you go to a company website to order a part and have to phone up to place the order, the company is legally permitted to  provide a premium rate number if they wish.

Point taken. 

 However since the number is not premium rate  it's moot.

IvanOpinion

Maybe the basic design evolved over the years and some items require an additional grommet, gasket or thingymajig that differs depending on the exact model or serial number.  Maybe in the part you sourced you do not get this additional bit?

mattyprice4004

@Moneyineptitude I don't think we'll agree on this, as far as I'm concerned it's dodgy practice. And as far as my wallet's concerned, that's all that counts.

Dodgy practice how? You're either reading far too much into it, or need to replace your tin foil hat to protect you from 5G  

Takmon

jnhuasd said:

I've already explained my reasoning, don't agree? Good for you.

But the only reason you had for it being dodgy practice is that you assumed it was a premium rate number but now you know otherwise i can't see what your reasoning is?. People calling them up costs them money due to the overheads of running a call center so they wouldn't ask people to do it unless they thought they needed too.
So they most likely have seen that for some reason people are buying this part incorrectly so have put an extra step in to try and prevent this, so how is this in any way dodgy?

I also realise you have an issue with the way they have written the code on the website which easily allows you to circumvent the requirement of a phone call but i don't see how the coding of the website is relevant in this case. It's probably just to make it easier for them to add and remove the requirement of a phone call to certain products depending on how many people buy them incorrectly. 

[Deleted User]

Takmon said:

So they most likely have seen that for some reason people are buying this part incorrectly so have put an extra step in to try and prevent this, so how is this in any way dodgy?

I suspect the company's action will have been driven by a large number of unnecessary returns and exchanges and is simply good customer service rather than anything "underhand" or "dark pattern".

The Op of this thread is clearly savvy enough to purchase only the correct part for his needs, many others clearly need additional assistance.